Frankfurt, DE

Senior Customer Support Engineer (L2)

ELEKS Customer Support Office is looking for Senior Customer Support Engineer (L2) for relocation to Germany (Frankfurt)

About Project:

Our customer is an USA publicly traded corporation, based in New York City specialize in financial information which contain sensitive information, wherein the analysis results, reports, and rating may be requested to be non-disclosable or shared with particular, limited audiences only.


  • Monitoring of the system via tools like Splunk and Prometheus
  • Deployment of the system to a production environment to Alibaba and then in Q4 to AWS (same goes for lower environments)
  • Ensuring Continuous Integration/Continuous Deployment (CICD) with Jenkins (both AWS and Alibaba)
  • Dealing with registered and escalated tickets
  • Gather all required information from a customer to start issue investigation
  • Investigate and reproduce customer issues
  • Work with infrastructure and development teams to diagnose/resolve platform issues and carry out maintenance
  • Prepare steps/solution how to fix the issue
  • Promptly resolve customer service issues to the satisfaction of all
  • Proactively monitor various IT systems
  • Document all resolutions through the support desk system, produce and maintain the documentation on IT processes
  • Provide daily maintenance: backup and restore, new version deployment and roll back, periodic system cleanup, OS and components upgrade, security patching etc.
  • Take ownership to resolve customer requests in accordance with SLAs and incident management protocols


  • 5+ years of relevant experience
  • Operating system administration  – Linux (Centos, Ubuntu)
  • Deep knowledge of AWS (EC2, VPC, Security groups)
  • Good knowledge of Docker, Docker-compose
  • Logging tools (knowledge in any of e.g. ELK, Splunk, Graylog)
  • Monitoring tools (knowledge in any of e.g. Prometheus, Grafana, Zabbix, Nagios )
  • Understanding of Jenkins, Terraform
  • Script programming (bash or other)
  • At least Upper-Intermediate English Level
  • Technical university degree

Nice to have:

  • Experience with Alibaba (EC2, VPC, Security groups)
  • Knowledge of: Ansible, Python, Splunk, HashiCorp consul, Nginx as web-server, Percona, Hyperledger Fabric, IPFS, Ldap (OpenDj), Unbound Key Control

What will you get with ELEKS

  • Great relocation package
  • Close cooperation with a customer
  • Challenging tasks
  • Competence development
  • Team of professionals


ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 1,400+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, UX/UI, R&D, technology consulting and dedicated teams

Marta Dzedzinska
Recruiter Contacts
skype marta.dzedzinska

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